Member Registration
Log In
ContactAnyone who is angry or has a harsh tone does not want to receive a complaint call, something that they want to avoid.Unfortunately, complaints cover a wide range of products, services, systems, etc., and the content and response of complaints differ from person to person, so there is no correct answer that "this is correct".
Many of you may be wondering, "What should I do when dealing with complaint calls ...?"Here are some tips to help you.
Importance of initial response
The complaint isThe first person to respond is the key pointWill be.If the response here is poor, the claim will spread to a more emotional secondary claim that is “bad” than the first cause itself, making subsequent response more difficult.
The point of responding to complaint calls is XNUMXK
① Listen
Listen to the story while taking notes properly, and sometimes repeat the product name, quantity, state of defects, etc.Make the other person feel that you are listening properly..Since the subsequent response will change depending on the information heard at this time,To hear accuratelylet's do it.
② Pick up
Understand what the customer is complaining about most.
Example) Complaint "What does it mean that there is no product ?!"
→Interpretation ①:Complaint that the product is missing
Interpretation ②:Complaint about how employees told them that they didn't have the product
If there is a fundamental discrepancy in the interpretation of this part, the result will be an irrelevant response.
③ Feel
The most difficult and important skill in dealing with complaints isWhat you want the other person to doIs to feel.
Example) Complaint "What does it mean that there is no product ?!"
→ Feelings ①:I want you to talk and understand your feelings
Feelings ②:I want you to order the product as soon as possible
Feelings ③:I want you to make use of your opinions in the future
At this time, if you miss the point that the other party wants, "It's okay to send the product!" "It doesn't make sense in a week," conversely, anoint the flames of anger. It can also end up being lost.
Be careful how to use it! NG word
Wording is very important when dealing with complaints.If you use inappropriate words, things can get worse and worse.Pay particular attention to the following phrases.
<Words to deny>
Example ①:That shouldn't be the case
Example ②:I don't usually
Example ③:You say so
<Suspicious words>
Example:really?
<Words to look down on>
Example ①:As I said earlier (that's why)
Example ②:That's right ~, that's right ~
If you are not the person in charge
If you decide that it is better to take the place of another person depending on the content of the complaint, instead of a full apology, "Only apologies for "offending the customer" or "troublesome"And as much as possiblePromptly inform the person in charge of the name of the other party and the content of the complaint and take over.
Example)"Mr. XX, I am very sorry that I was offended even though it was a gift. There are people who are familiar with XX, so I will call you."
Even though I'm not in charge, I listen to the story in detail for too long, and as a result, "I'm not in charge ..." makes the other person feel even more unpleasant.
The ultimate goal in dealing with complaints isMake the other person think "I'm glad I called you" in my heart.. Whether you are told "I will never go again! (I will not buy it!)" Or "I will use it again" and deepen your trust, the relationship with the other party will differ greatly depending on your response.
The important thing is to follow the feelings of the other person as much as possible, not to persuade them.Try to be convincedThat is.By all means, please acquire the appropriate complaint telephone response for each person and aim to become a member of society who can build a deeper relationship of trust with the other party.
<Text Yukiko Kimura>
Points for responding to complaint calls
● The key point is the person who responded first
● 3K of listening, picking up, and feeling is important
● Be careful about wording
● Immediately hand over to the person in charge
● Ask them to “convince” rather than “persuade”
Yukiko Kimura Kimura / Yukiko
Graduated from the Faculty of Economics, Gakushuin University.
After working in the Corporate Planning Office and Human Resources Department in the media, he worked as the president's secretary.
After that, he experienced a young landlady at an inn in Shizuoka.
Taking advantage of his career, he became the representative of First Planning Co., Ltd.
We are conducting lecture training activities focusing on service reception and improvement of business etiquette.
Corporate training (customer service, hospitality, business etiquette) is being accepted at any time.
Recommended back numbers
